Technical Support Engineer

United States Digital Space LLC; Amsterdam; On-site; EUR 45,000 - 65,000; Full time

Job summary

The Technical Support Engineer role at the company is based in Amsterdam and focuses on providing first-line technical support to merchants worldwide. You will work across technical and commercial teams to ensure merchants can process payments and grow their business on our platform.

You will act as a key knowledge source on the platform, APIs, and standard integration methods, while maintaining a strong focus on customer experience and timely resolution of issues.

Qualifications

• Strong written and verbal English communication.
• Ability to troubleshoot APIs and web technologies.
• Comfort with HTML/JavaScript and scripting.
• Ability to manage multiple merchant issues with urgency and accuracy.

Responsibilities

• Be the first interface with merchants across the globe and provide direct technical support.
• Support the full lifecycle of merchants’ use of the platform and APIs.
• Act as internal product advocate, feed back issues to product teams.
• Advise merchants on best implementation practices and resolve merchant issues.

Skills

API troubleshooting

Postman

HTML/JavaScript

Customer communication

Problem solving

Tools

Postman

Job description

This is the company

the company provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At the company, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Technical Support Engineer

You will operate as a first interface with the company’s merchants across the globe. As part of this role you will be working with teams across the company (technical and commercial). Your work will have a direct impact on our merchant’s ability to take payments and further grow their business.

Our team is extremely merchant-focused, highly motivated and thrives on shared success. You will be part of an international team with diverse backgrounds and skill sets. With the company being a 24/7 business we operate throughout time zones using a follow the sun principle.

To support our merchants who process payments 24/7, this role occasionally requires participation in a planned, rotating schedule for weekend and holiday coverage. These hours will be compensated with time off as well as additional pay.

The extensive payments knowledge of the team is the most valuable aspect both to our merchants as our internal teams.

What you'll do

• Be a key source of knowledge on the the company platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices.
• You are responsible for supporting the merchants’ full lifecycle, providing direct technical support.
• Be an internal product advocate, track product processes and contribute to the platform feeding back feedback and issues you get back from merchants.
• Advising merchants regarding the best implementation practices and also addressing specific merchants’ issues.

Who you are

• You recognise that each interaction with a merchant is a customer service experience. As such you aspire to deliver a seamless merchant support experience across the globe that transcends global boundaries and time. You have strong written and verbal communication skills in English
• You are innovative, have strong problem-solving capabilities and able to adapt to new processes and procedures quickly, while dealing with many varied technical support requests and challenges.
• You have affinity with API troubleshooting, Postman, internet technologies and knowledge of technical processes (think HTML / JavaScript / Scripting). Technical skills related to Networks / Networking will also be considered an asset for the role.
• You are self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered.
• You’ve had previous exposure to environments rich in uncertainty and you show a resulting track record of successfully dealing with ambiguity.
• You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests.

Our Diversity, Equity and Inclusion commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at the company.

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.

This role is full time and based out of our Amsterdam office. We are an office-first company and value in-person collaboration (3 days a week in the office) ; we do not offer remote-only roles.